Customer Care Associate

Customer Care Associate

Cypress

Regular

 MERIEUX NUTRISCIENCES

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 countries, we offer to our customers a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment and consumer goods. External growth has been a key pillar of our history with more than 40 acquisitions completed in the last 10 years.
 
 If you want to contribute to an inspiring long-term purpose, to be part of a fast growing company on a high-value market with significant build-up opportunities, and to grow in an entrepreneurial and warm environment, join us! 

YOUR DAY TO DAY LIFE

We are looking for a Customer Care Associate in 6360 Gateway dr, Cypress, CA 90603 USA. Your mission will be to:

Purpose (Objective):
A Customer Care Associate is responsible for providingback office support to drive customer excellence. The incumbent must be able toprioritize account setups, updates and customer invoicing tasks whileeffectively managing workload to continuously work with key stakeholders todrive process improvement and support business objectives.   Responsible for cultivating a positiveenvironment that fosters teamwork, continuous improvement and "Growth Mindset".The incumbent will also serve as the single point of contact for Customer Care,acting as the liaison between Customers and our labs, Technical Sales Managers,Key Account Managers and other functions as needed.

Main activities:
Maintain knowledge of systems such as Laboratory Information Management System (LIMS), Customer Relationship Management System (CRM), JDEdwards (JDE), MyMXNS customer portal and any others that are required to complete job responsibilities.
Provide exceptional Customer Service while following Merieux NutriSciences' policies and best practices and developing new practices to advance our services
Plan, organize, and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts.
Accountable for accurate account setup and responsible for setting up programs and testing information in the laboratory information management system (LIMS)/ CRM / ECN /myMXNS and any other system set ups critical to customer management.
Responsible for working with commercial business teams to process invoice correction requests in a timely manner.Attention to detail is critical
Answer customer phone and e-mail inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectation, and follow up with solutions. As well as effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Care, Sales, and Laboratory operations.
Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
Maintains Customer information in Merieux NutriSciences' databases (including but not limited to: LIMs, JDE, myMXNS and CRM)
Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), JDE, CRM, myMXNS and Standard Operating Procedures (SOPs).
Support corporate quality and proactively participate in continuous improvement initiatives in the department.
issue quotes and support in commercial offers
Perform other related duties as needed.

YOUR PROFILE

Knowledge:
Profile (required education/qualification and professional background):
Advancedknowledge of food testing methods or scientific processes obtained from adegree in Food Science, Microbiology, Chemistry or direct relevant laboratoryexperience is essential to provide support to the clients of the company. Two(2) plus years experience in a Customer Service food or beverage industry witha BS/BA degree or equivalent work experience will be considered.  This positionrequires a broad knowledge of computer software and data entering skills.  Technicalcomputer acumen is required to identify and troubleshoot data integrationissues that may occur between synchronized systems.
Required skills:
Advancedknowledge of LIMS and CRM software systems are required to complete data entryand result searches for the client. Exposure to food processing or qualityassurance is beneficial in this role. Advanced knowledge of personal computeroperation is necessary including spreadsheet, word processing and relationaldatabase experience. Interpersonal skills are required for this position inorder to build and maintain relationships within the organization and withexternal clients. This position requires exceptional, verbal and writtencommunication skills to interact with clients and colleagues. Multi tasking,prioritization, superior follow up skills and attention to detail are alsorequired for success in this role. High attention todetail is necessary. Strong critical thinking, analytical, and problem-solvingskills are required to troubleshoot and drive process improvements.
Management (Size andcharacteristics of the team(s)): 
The incumbent receives minimal supervision fromthe Customer Care Director and therefore must be able to work independently.The incumbent works toward specific goals and targets established to provideprompt and accurate service to the customer. The incumbent is responsible forfollowing company guidelines, Customer Care SOPs and policies. Customersatisfaction will be affected by the decisions and delivery of information bythe incumbent.
Work Environment:
The incumbent works in an office setting withproper temperature and lighting control.  The incumbent can expect extended time spent in a sitting position.  Physical dexterity is necessary to effectivelymanipulate a keyboard for long periods of time. 

WHY JOIN US?   

• Because you would contribute to an inspiring Public Health purpose, supported by long-term and visionary shareholders.
• Because you would have an impact on our strategic pillars that build on 50 years of experience and expertise.
• Because you would be part of a community of an enthusiastic and skilled group of people who love co-building together and serving a purpose bigger than them.
• Because you would be welcome as you are, in a diverse and open-minded environment that is rich in our singularities and differences.
• Because you would grow in an international group of more than 8200 fantastic team members, with plenty of opportunities to learn and share.

Ready for the journey? 

To apply please click on 'Apply now' button